Hybrid CSM Trainer — Elevate SaaS Success (Night Shift)

Openkrill; United States; Hybride; USD 65 000 - 110 000; Plein temps

Résumé du poste

Openkrill is seeking a Customer Success - Trainer to develop and elevate the performance of our Customer Success Managers. The role blends coaching, QA, and training delivery to ensure CSMs can drive long-term client success.

The ideal candidate has experience coaching CSMs or similar client-facing roles and brings a structured approach to performance improvement. Former BPO trainers with QA background are encouraged to apply.

Qualifications

• Experience coaching CSMs or similar client-facing roles.
• Structured feedback delivery and QA background.
• Strong communication and facilitation skills.

Responsabilités

• Coach and mentor CSMs to improve satisfaction, retention, and relationships.
• Conduct quality reviews on calls, emails, and task updates with feedback.
• Develop coaching plans tied to performance metrics and team goals.
• Collaborate with leadership on training needs and continuous improvement.
• Lead training sessions and refreshers to reinforce best practices.
• Maintain coaching docs and feedback tools.
• Track and report coaching effectiveness and trends.

Connaissances

Coaching skills

Quality assurance

CRM familiarity

Communication

Training delivery

Outils

Hubspot

Pipedrive

Stripe

Dialpad

Description du poste

Openkrill is seeking a Customer Success - Trainer to develop and elevate the performance of our Customer Success Managers. The role blends coaching, QA, and training delivery to ensure CSMs can drive long-term client success.

The ideal candidate has experience coaching CSMs or similar client-facing roles and brings a structured approach to performance improvement. Former BPO trainers with QA background are encouraged to apply.